Oncology Appointment Coordination Specialist
3 weeks ago
Position Overview
The successful candidate will undergo comprehensive training in all facets of scheduling Oncology Fast Track Appointments, emphasizing the necessity for adaptability in this role. The aim is to deliver exceptional service to both external and internal stakeholders while ensuring a thorough, efficient, and patient-centered approach is consistently upheld.
It is crucial that all suspected cancer referrals are processed promptly, with appointments secured within a 14-day timeframe. Most requests originate from General Practitioners through the Electronic Referral System (ERS), with additional inquiries potentially arising from Multi-Disciplinary Team meetings (MDT), medical consultants, and nursing staff.
The individual will be accountable for organizing and prioritizing their workload independently, utilizing their initiative effectively.
Key Responsibilities
The appointed individual will be expected to:
- Handle telephone, written, and electronic inquiries from both external and internal sources in a timely and professional manner.
- Contact patients via telephone to schedule, modify, or cancel appointments as necessary.
- Facilitate the booking of Oncology Fast Track appointments, ensuring all pertinent information is included, and engage with patients, family members, and caregivers regarding their cancer referrals to encourage attendance within the specified 14-day period.
- Regularly manage telephone communications from patients that may contain distressing or emotional content.
- Collaborate with General Practitioners, surgery secretaries, and colleagues across the Calderdale and Huddersfield NHS Foundation Trust regarding any issues, discrepancies, or concerns.
- Review all referrals daily to confirm patients are assigned to the appropriate service or clinic type, dispatch any necessary leaflets and information to patients, and redirect to the correct services when required.
- Ensure all Fast Track referral forms are accurately attached and prepared for consultants to triage and review before seeing the patient. Address the missing referrals worklist on ERS and coordinate with GP surgeries.
- Monitor the Electronic Patient Record (EPR) and ERS for Did Not Attend (DNA) instances and cancellations, re-scheduling or closing referrals as appropriate, which will typically involve contacting the patient.
About Calderdale and Huddersfield NHS Foundation Trust
With a workforce exceeding 6,500, we provide compassionate care across our two primary hospitals, Calderdale Royal Hospital and Huddersfield Royal Infirmary, as well as in community sites, health centers, and patients' homes. We are also proud to have nearly 150 volunteers contributing to our mission.
Our services encompass urgent and emergency care, medical and surgical services, maternity and gynecological care, critical care, pediatric services, end-of-life care, and outpatient and diagnostic imaging services.
We are committed to modernizing and investing in our health services to enhance our strong reputation. As a foundation trust, we are public leaders in improving quality in health services, operating under independent boards that respond to the needs of our members—patients, staff, and the local community.
Foundation trusts deliver what the health service requires while maintaining the flexibility to invest quickly in changes that address local community needs, striving for excellence and prioritizing patient care.
Qualifications and Skills
Essential:
- Good standard of education, preferably to GCSE level or equivalent.
- ECDL or equivalent with proficient keyboard skills.
- Relevant experience in a healthcare or NHS setting.
- Experience in a telephone-based environment with excellent communication skills.
- Significant background in customer service or office administration.
- Proficiency in MS Word, Excel, and Outlook.
- Experience with NHS booking and appointment systems, including EPR and EReferral.
- Ability to prioritize tasks effectively.
- Capability to work within established guidelines and deadlines.
- Ability to collaborate within a team setting.
- Strong organizational skills with meticulous attention to detail.
- Ability to work independently.
Communication and Relationship Skills
Essential:
- Ability to communicate effectively with all levels of staff and various staff groups.
- Strong oral, verbal, and written communication skills.
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